It Service Operations Manager

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 109,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award‑winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 317 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 8th in the FTSE 100 rankings for Women on Boards. WPP IT provides IT services for WPP, the world's largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world's most creative brands. Why we're hiring Reporting into the Service Management Function, the IT Service Assurance Manager will be responsible for the assurance of Incident, Problem, Continuous Improvement and Service Level Management practices. What you'll be doing Responsible for the effective assurance of Incident Management, Problem Management, Continual Improvement of practices and Service Level Management. Attendance of Priority 1 incidents and supporting the supplier by providing assistance with business interactions during both a P1 & Major Incident. Review and acceptance of Supplier Post Incident Review (P1) and identification of a Major Incident against agreed criteria. Effective Major Incident Management Business Communication and assurance; communicating to the business and Senior Leadership Team during a Major Incident. Post‑Incident Analysis and creation of the quality scorecard following a Major Incident. Maintenance of escalation and contact information, Service Status board and review of supplier RCA findings and improvement proposals. Continual Improvement of Operations practices and attendance of Service Level Management attribution daily review meetings for both problem and incident. Assist in the audit of processes on a quarterly basis. Key Outcomes Suppliers deliver the quality of services required. Practice maturity is developed and improved in line with the ITSM strategy. Champion best practice. Timely resolution of incidents and incident reduction through effective problem management. Meet customer service expectations. Ensure value is achieved through all 3rd‑party services. What you'll need Previous experience of Incident & Problem management preferably within a global organisation. Strong experience of managing major incidents within a complex and distributed environment. Ability to understand business impact. Excellent knowledge of Incident and Problem Management. Ability to work as part of a distributed and remote team. Strong command of written and spoken English. Strong communicator. ITIL Service Operations. Excellent supplier management experience. IT Services background (minimum 3 years). Able to work well under pressure. Desirable ITIL V4 to Expert Level. Degree qualifications and/or relevant professional qualification. Who you are We are inclusive and collaborative; we encourage the free exchange of ideas and respect and celebrate diverse views. We are open, optimistic and extraordinary. We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. What we’ll give you Passionate, inspired people – we promote a culture of people that do extraordinary work. Scale and opportunity – the unparalleled opportunity to create, influence and complete projects. Challenging and stimulating work – unique work and a chance to join a creative problem‑solving group. #J-18808-Ljbffr